QBC STAR: Service

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Troubleshooting

The QBC STAR contains no user replaceable parts.  If the instrument fails to operate properly, DO NOT ATTEMPT TO PERFORM ANY SERVICE OR REPAIR, unless specifically listed below.  Refer service problems to the Technical Service Department of QBC Diagnostics, Inc., at 1-866-265-1486 (USA) or qbcsupport@qbcdiag.com.  Our Technical Support Representatives are available Monday - Friday, 8:30 a.m. - 5:00 p.m. (Eastern Standard Time).  Otherwise, contact your nearest QBC Diagnostics, Inc., office for assistance. In some instances, a customer can perform minor corrective actions to fix smaller problems with the STAR.  Consult the following guide for information on these specific instances: Symptom Possible Causes Corrective Actions Instrument fails to operate Power cord not plugged into unit or receptacle Plug cord into unit and receptacle.   Door not latched Close door and latch securely.   Line fuse blown Replace fuse(s) by following instructions in Section 5 of the QBC STAR Operator's Manual.   Other Request authorized service. Instrument vibrates excessively Foam pads worn or missing on bottom of instrument Request authorized service. Lid fails to open Power has failed Use emergency door unlock procedure in Section 4 of the QBC STAR Operator's Manual.   Defective lid solenoid or internal parts Request authorized service. Received an "E(XX)" error message (e.g., "E02", "E13") on the STAR's LCD screen Either a software or hardware problem Request authorized service. "Fill Error" message Tube's fill volume was incorrect Remove tube that caused error and prepare a new sample.  To prevent error, fill all tubes between the two black fill lines on the tube. "Sample Already Processed" message The tube in the instrument has already been tested Remove incorrect tube from the instrument.   Tube was not placed in the instrument within 15 minutes of filling Rerun test with new tube.   The sample leaked into the plastic safety valve Rerun test with new tube. "Sample Cap Not Seated" message The tube cap is not properly seated on the tube Press firmly to seat cap in place.  Rerun test. "Sample Error (XX)" message Consult the Tube Error Guide for specific information Consult the Tube Error Guide for specific information. "Sample or Cap Not Present" message No tube in the machine Insert tube into the instrument and run test.   No cap on the tube Locate cap and press firmly on the tube.  Insert tube into the instrument and run test. "Tube Error (XX)" message Consult the Tube Error Guide for specific information Consult the Tube Error Guide for specific information.

Service

For all service inquiries, please contact the QBC Diagnostics Technical Service Department at 1-866-265-1486 (USA) or qbcsupport@qbcdiag.com.  Our Technical Support Representatives are available Monday - Friday, 8:30 a.m. - 5:00 p.m. (Eastern Standard Time). Otherwise, contact your nearest QBC Diagnostics, Inc., office for assistance.  The following map should help you to find your local provider:

Limited Warranty

All STAR systems come with a 2-year limited warranty from the date of original shipment from QBC Diagnostics, Inc.  In the unlikely event that a STAR system needs repair due to defects in materials and workmanship, the warranty covers all parts and labor needed to repair the STAR at no cost to the user.  Please consult Appendix A of the QBC STAR Operator's Manual for more details on the terms of the warranty. Beyond the initial two-year warranty, QBC Diagnostics, Inc., offers two additional annual service agreement programs, the Single Swap and Double Swap Service Agreements, each of which may be contracted for 1 or 2 years.  With the Single Swap Service Agreement, QBC Diagnostics, Inc., will simply replace the user's broken QBC STAR system with a refurbished system, at no additional cost to the user.  With a Double Swap system, QBC Diagnostics, Inc., will provide a temporary replacement STAR while your STAR system is repaired and returned to you.  For more details on these service agreements, please consult the Annual Service Agreement Programs document and the Service Agreement Renewal form.